2nd Line IT Support Engineer - GreatFind Recruitment : Job Details

Are you an experienced IT professional with a passion for delivering excellent technical support? We are seeking a 2nd Support Engineer to join a dynamic managed services and support team, providing comprehensive technical solutions to clients. This role offers a hybrid working environment and the opportunity to work with cutting-edge technologies across a variety of systems.

Key Responsibilities

As a 2nd Line Support Engineer, your key responsibilities will include:

• Providing high-level technical support to customers with Managed Service contracts, ensuring incidents are resolved within agreed SLAs.
• Offering exceptional customer service and satisfaction by effectively managing and troubleshooting system issues.
• Supporting 1st and 2nd line Service Desk Agents in resolving complex technical issues.
• Maintaining up-to-date documentation on system changes, procedures, and technical fixes.
• Leading customer change implementations and supporting technical projects as required.
• Building and configuring servers, while proactively monitoring system health and completing scheduled system reports.
• Collaborating with team members to provide training and ensure that knowledge base articles and fixes are current and accurate.
• Assisting with infrastructure installations, hardware refreshes, and other technical projects.

Essential Technical Skills & Experience

The ideal candidate will have:

• 5+ years of experience providing technical support, ideally within a Managed Service Provider (MSP) or IT Consultancy environment.
• Expertise in Microsoft Hyper-V, failover clustering, and storage solutions such as Microsoft Storage Spaces Direct.
• Advanced knowledge of infrastructure platforms including Microsoft Server 2012/2016/2019, Active Directory, DFS, DHCP, DNS, and Exchange On-Premise.
• Strong understanding of networking technologies (TCP/IP, DNS, DHCP, VPNs) and experience with WAN/LAN.
• Experience with Office 365, VMWare, and Veeam Backup & Replication.
• Proficiency in laptop/desktop rollout, rebuilds, and general IT support across Windows 7 & 10.
• A solid grasp of IT security best practices and ITIL framework experience.

Desirable Qualifications

• MCSE and VMware/Hyper-V certifications are highly desirable.
• A degree in a relevant IT field is preferred.

General and Interpersonal Skills

• Passion for providing outstanding customer service and technical support.
• Strong problem-solving skills with a methodical and analytical approach.
• Ability to work collaboratively within a team environment while also taking ownership of complex technical issues.
• Excellent communication skills, both written and verbal, with a customer-focused mindset.

Why Join Us?

This is an excellent opportunity for an ambitious IT professional to further develop their technical skills in a supportive and fast-paced environment. You will be part of a team that values growth, collaboration, and excellence in everything they do. If you are a proactive, customer-focused technician, we would love to hear from you!

Apply today!